David Bott Aviation flying high Bott and Company Solicitors Limited Claims Conference Manchester March 12 th 2015

Agenda Post LASPO Strategy Become a B2C Business Self sufficiency Profitability Non LASPO Niche Aviation Review where we are What next?

Post LASPO Strategy Continue Commitment to PI Become a B2C Business Become self sufficient Build a non LASPO niche - Aviation

Post LASPO Strategy What were/are our key strengths? - Dealing with low value claims - Embracing Technology - Managing Change - Good financial controls How to get there?

Become a B2C Business Bott and Company Staff 2012 Total 79 33 Fee Earners (9 Solicitors) 5 IT (1 Developer) 1 Communication & Marketing 0 Client First Response

Become a B2C Business Bott and Company Staff 2015 Total 81 23 Fee Earners (6 Solicitors) 9 IT (5 Developer) 6 Communication & Marketing 8 Client First Response 7 Aviation

Become superb at Speaking to Clients Addressing the 3 Ts Client First Response Team Move away from B2B and into B2C Hard to compete on price (25% standard) Have to compete on service Identify how and when clients want to contact us (phone, email, text, web - chat) 90 hours a week, 9pm week days (6pm weekends) Empathy and language used IT specialist case management system Feefo 97%

Become Self Sufficient Served notice on all work providers More IT Communication & Marketing Client First Response Aviation flightcompensation.com Took stakes in key providers

Profitability Wrong people doing the wrong things at the wrong time Right sizing Front end Portal fee earners Non Portal fee earners IT Became a Limited Company ABS

Aviation - Part of becoming superb at low value law - Broaden our offering - Entirely B 2 C - Our niche - Flightcompensation.com

Regulation 261 Applicable since 2005 Statutory compensation if a flight is delayed or cancelled Flight has to arrive over 3 hours late All flights leaving EU airports Flights into EU airports with EU carrier Between 250 and 600

Defence 1 Defence extraordinary circumstances Defined in the regulations Political instability Weather for the flight in question Security concerns Air traffic control Industrial action Not about control or fault

Easy then? Cost regime Small claims track Investment in IT Airlines fight this at every judicial level Page Defences

The Law Huzar v Jet 2 extraordinary circumstances Dawson v Thomson Limitation Allen v Jet 2 lifting of the stays

Aviation Summary £200k plus start up investment on IT our own data Court of Appeal, Supreme Court and maybe CJEU £80 per case Small claims track work £500k of investment Low value highly technical work

Where are we? Back in profit New world B2C model works Aviation growing Self sufficient with more control Process continues to be constantly refined So what happened in 2014

What was the title again? My advice What do you want to do? Find your niche What are your strengths? Be prepared for lots of thought, pain and management